a culture of excellence how to create a “flock of eagles”

A Culture of Excellence

How to create a “flock of Eagles”

Birds of a Feather…

• Eagles – Sour high, model of strength and superiority. Dependable & Productive

• Doves – Able to fly at a moderate altitude. Learning to sour. Potential Eagles.

• Turkeys – Unable to get off the ground to make a difference, relatively un-teachable, unmotivated

3 Ways to handle a Turkey

• Don’t hire them (implement better screening)

• Un-hire them (don’t compromise the rest of the staff) making you the hero of the staff!

• Hire them, allow them to stay on your staff and bring your standards, morality, production and customer service down, making you look kinda retarded or at least like a mildly disillusioned beatnik.

Have you ever had an employee come into work and say…

“Who’s am I closing with tonight?”

3 Typical Responses…

• Sweet!

• Uh, OK

• Crap!

Back to this in a while…

Qualities of our Employees(Birds)

• Work Ethic – Production, Execution & Efficiency.

• Integrity – Standards and Quality. Doing the right thing even when it’s not the easiest.

• Attitude – Enthusiasm and Determination

• Leadership – Lead by example, Taking Responsibility.

Cross examinationRank each

1–10(best)

Work Ethic – Production & Execution

Integrity –Standards & Quality

Attitude – Enthusiasm & Determination

Leadership – Example & Responsibility

Total PointsEagles = 30-40

Dove = 20-30

Turkey = 0-19

Manager 9 8 7 9 3333

Asst Mgr 3 4 4 3 1414

Asst Mgr 8 9 7 6 3030

Shift Leader 4 3 7 8 2222

Bob 2 5 2 4 1313

Mary 8 9 6 8 3131

Suzie 2 3 8 7 2020

Rank each

1–10(best)

Work Ethic – Productio

n & Execution

Integrity –Standards &

Quality

Total =

Work Ethic + Integrity

Attitude – Enthusiasm & Determination

Leadership – Example & Responsibility

Total =

Attitude + Leadership

Total PointsEagles = 30-40

Dove = 20-30

Turkey = 0-19

Manager 9 8 17 7 9 16 3333Asst Mgr 3 4 7 4 3 7 1414Asst Mgr 8 9 17 7 6 13 3030Shift Leader 4 3 7 7 8 15 2222Bob 2 5 7 2 4 6 1313Mary 8 9 17 6 8 14 3131Suzie 2 3 5 8 7 15 2020

Cross examination

Back to “Who’s am I closing with tonight?”

Uh, OK (Dove) Sweet! (Eagle)

Crap! (Turkey) Uh, OK (Dove)

Work Ethic & Integrity

20

18

16

14

12

10

8

6

4

2

2 4 6 8 10 12 14 16 18 20

Attitude & LeadershipManagement

Employee

“Who’s am I closing with tonight?”

Uh, OK (Dove) Sweet! (Eagle)

Crap! (Turkey) Uh, OK (Dove)

20

18

16

14

12

10

8

6

4

2

2 4 6 8 10 12 14 16 18 20

Attitude & Leadership


Management

Employee

What type of birds do we have…?

Dove Eagle

Turkey Dove

20

18

16

14

12

10

8

6

4

2

2 4 6 8 10 12 14 16 18 20

Attitude & Leadership


Management

Employee

What if we had…?

Dove Eagle

Turkey Dove

20

18

16

14

12

10

8

6

4

2

2 4 6 8 10 12 14 16 18 20

Attitude & LeadershipManagement

Employee


How to develop a “Flock of Eagles”

• Identify – What type of birds do you have working in your store?

• Perfect (Train)– Are they teachable, motivated and talented? Can they become an Eagle?

• Or

• Dismiss – Turkeys need to be “Un-hired”. If not, prepare to lose your Eagles and Doves.

1 Deb (GM) 332 Jon (Asst) 193 Roger (Asst) 294 Mary (Shift) 315 Larry 126 Mo 317 Curly 178 John 279 Paul 29

10 Ringo 3011 George 14

1 Deb (GM) 33 E2 Mary (Shift) 31 E3 Roger (Asst) 29 D4 Jon (Asst) 19 T5 Mo 31 E6 Ringo 30 E7 Paul 29 D8 John 27 D9 Curly 17 T

10 George 14 T11 Larry 12 T

How do we make the appropriate adjustments?

•Un-hire the un-keepable•Demote the capable under performers•Promote those who are ready for the challenge•Hire to fill the holes left over

1 Deb (GM) 33 E2 Mary (Shift) 31 E3 Roger (Asst) 29 D4 Promote/Hire Asst5 John (Demote?) 17+ D6 Mo (Promote?) 31 E7 Ringo 30 E8 Paul 29 D9 John 27 D

10 New Hire Crew11 New Hire Crew

What obstacles do you have to overcome to have an Eagle staff?

Holding onto the Turkeys:•“I really like her, I can’t let her go”•“I don’t like to have to start over and waste all that training time”•“I know that he will get better, it’s just going to take some

more time.”

Having no one to replace the Turkeys:•“I don’t have time to interview”•“I don’t like anyone I have interviewed. They all suck!”•“It doesn’t matter, they are all going to let me down at some point”

What principles are necessary to have an Eagle staff?

Never hold onto Turkeys:•“I refuse to have a Turkey representing my store”•“I would rather waste a little training time than have excessive

Turkey time bringing down the rest of the crew and making me look bad”

•“If it quacks like a duck walks like a duck... It must be a Turkey”•“I care to much for my Eagles to subject them to Turkish behavior”

There is always someone to replace the Turkeys:•“I am never too busy to invest in future success”•“I know I will find the right person if I am persistent”•“The wrong people will always let you down”

a culture of excellence how to create a “flock of eagles”

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